A sk Questions and Get Answers Online, in Real Time Virtual Reference Service Ask a Penn State...

Ask Questions and Get Answers

Online, in Real Time

Virtual Reference ServiceAsk a Penn State Librarian, Live

Susan Ware, Penn State –Delaware County Campus, [email protected]

Scope of Pilot Project Service Hours: Sunday – Thursday, 9pm-12am

4 student populations• Undergraduates at branch commuter campus• Undergraduates at branch dorm campus• Undergraduates at main campus• Graduate distance education students

8 librarians/3 service modes• 2 using cable modem from home• 1 using DLS phone line from home• 5 using library office terminals


Service Features

LSSI, Virtual Reference Service Chat Collaborative Browsing Stored Scripts, Web Links Application Sharing Transcripts, Archive Management Reports, Exit Survey No User Downloads


Marketing

Freshman Orientation Student Newspaper Campus Newsletter, Kiosks, Bulletin Boards Flyers, Bookmarks Faculty Forum Recorded Live-Demo (Lotus ScreenCam) + Transcript Library Instruction Sessions Library Homepage Links Satisfied Customer Referrals


The Net Generation• College Students

– 82.9% use the Internet for research & homework*– 54.2 % participate in chat rooms*– 47% average 9hr/wk online*– frequent users of chat rooms and instant messengers– widespread access to high-speed computer networks– multi-taskers– distance learning students have chosen to learn

online

* Source: Higher Education Research Institute, 1998-1999

Complex Reference & Instruction Pace Chat & Co-Browse to:

• Probe, Summarize– open questions, closed questions

• Plan & Revise Search Strategy– keywords, Boolean, databases

• Demonstrate, Instruct– coach, guide, critical thinking


Overall Service Issues

Adequate Training, Practice Local Network Permissions/Support Response Time Software Reliability Reference Support Databases/Web Sites Staff Information Sharing in Distributed Service Academic Reward System/Promotion & Tenure



Virtual Reference Service Home Page http://www.de2.psu.edu/faculty/saw4/vrs/

About Penn State Virtual Reference Service http://www.de2.psu.edu/faculty/saw4/vrs/about.html

Sample VRS Marketing Promos http://www.de2.psu.edu/faculty/saw4/vrs/promos.html

More questions? Contact: Susan Ware ([email protected])

Handouts & Marketing Promos

A sk Questions and Get Answers Online, in Real Time Virtual Reference Service Ask a Penn State...

Documents

Transcript of A sk Questions and Get Answers Online, in Real Time Virtual Reference Service Ask a Penn State...